Client Relations Coordinator (Part-Time)

British Veterinary Association; Birmingham; On-site; GBP 60,000 - 80,000; Part time

Job summary

A veterinary care provider in Birmingham is seeking an experienced Client Relations Coordinator to enhance client experience and support business growth. The ideal candidate will bring strong customer service skills and administration coordination in a part-time, 30-hour per week role. Additional benefits include generous annual leave and wellness initiatives.

Benefits

6.6 weeks annual leave

Enhanced family-friendly policies

Cycle to work scheme

Employee wellbeing initiatives

Pension scheme

Discounted staff pet care

Qualifications

• Ability to set an example of professional conduct.
• Full driving license preferred.
• Experience in client communications and marketing campaigns.

Responsibilities

• Support Clinical Director and Practice Manager in business growth.
• Ensure customer care and satisfaction across all sites.
• Coordinate marketing and client engagement campaigns.

Skills

Customer service excellence

Administration coordination

Relationship management

Software systems knowledge

Organizational skills

Job description

We are hiring!

Here at Oakfield Veterinary Surgery, we are looking for an experienced Client Relations Coordinator to join our team. In this role you will be supporting our Clinical Director and Practice Manager in the development and growth of the business, playing a key role in ensuring an exceptional client experience across all sites within the group. The role combines client service excellence with administration coordination and proactive relationship management to uphold the group's reputation for compassionate, professional care.

What does the role involve?

Client Experience

• Work with the Practice Manager to ensure a high level of customer care and experience across all sites
• Follow-up with clients' post-visit to ensure satisfaction and continuality of care
• Ensure reception specific training is provided to enable the receptionists to be the best they can be, making sure we all contribute and continue to offer a high level of customer care across the group
• PHC Champion for the Group; responsible person to drive and organise the Pet Health Plans across the sites.
• Promote IVC Insurance and Future Appointment Booking (FAB) within the Practices
• Serve as first point of contact for all customer service queries relating to PHC and IVC Insurance
• Deal or assist with client email enquiries as required across the sites

Front Of House

• Ensure consistent application of client service standards across the group's practices including the monitoring and ordering of client literature; appointment cards, leaflets, posters, welcome packs, puppy & kitten packs and so on.
• Ensure reception and client waiting areas are always presentable, organised and welcoming with relevant displays and promotional materials which are aligned with the group's branding and seasonal campaigns
• Work with the clinical teams to ensure smooth client flow and an efficient, calm front of house environment
• Promote Purina food sales across the sites
• Report any maintenance or facility issues affecting the client areas in Practice to the Practice Manager
• Help drive in-house promotions and staff incentives

Coordination and Administration

• Assist the Practice Manager with diary set-up and PSS Inspections and certification across all sites
• Office and literature monitoring and restocking across the sites as necessary
• Petty cash consolidation and management for all sites - whilst still necessary
• Monitor client accounts and charity accounts across the sites, liaising with the charities to ensure good communication and relationships and active management of debts using the BACs Matching App
• Keep good relationships with our OOH providers
• Assisting the Practice Manager organising client refunds and account credits, and amending payment errors
• Complete a monthly tamper check on credit card devices across all sites
• Provide CD/PM with financial management support as required
• Co‑ordinate all client complaints in accordance with the Practice Complaints' Policy and procedure
• Support internal communication across the Practice sites to ensure seamless customer service
• Prepare client documentation to support the customer experience and to ensure complete cost transparency and high level of care i.e. written estimates, inpatient updates, pricing updates

Marketing Support

• Assist the Practice Manager with client communications such as newsletters, seasonal updates and the Practice website
• Support initiatives to enhance client retention, loyalty and engagement i.e. client education evenings, charity events, and seasonal promotion campaigns
• Plan with the CD and PM local marketing and client engagement campaigns to help grow the Practice such as client educational evenings, PHC events, open days, career days, discounts/incentives
• Actively support Practice growth, client engagement and experience through social media
• Co‑ordinate design and production of Practice literature inhouse or using Press Plus Ltd

Our ideal candidate

We are wanting someone who is able to set an example of professional conduct and who can support our CD and PM with the aim of driving the business forward. We want someone who has a good knowledge and understanding of software systems and who can come up with new ideas and encourage team involvement. You will also be required to travel between sites so having a full driving license is preferred.

About the rota

This is a part‑time permanent role working 30 hours per week Monday to Friday between the hours of 8am and 7pm. Saturdays will also be included on a rota basis.

In addition to a competitive salary, you will benefit from:

• 6.6 weeks annual leave FTE
• Additional annual leave for your birthday which will be added to your holiday allowance
• Enhanced family‑friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay
• Cycle to work scheme
• Initiatives focused on employee wellbeing
• Non‑accidental injury support
• and development opportunities via the IVC Evidensia Academy
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• Pawsome Benefits - reward gateway giving discounts and cashback with 100's of retailers
• Pension scheme
• Discounted staff pet care